ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. I’m looking forward to seeing how much better. If so, you may be rewarded.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

MARCH 20, 2017

Want to Build Customer Loyalty? As brands compete in an increasingly demanding field, here are 3 tips for deploying smartphones in the battle for customers. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Smartphones are the Secret Weapon by Ken Kunz.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. How to Drive Customer Loyalty Among Millennials by Timi Garai.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

DECEMBER 19, 2018

It doesn’t matter what type of business you are in, trust creates loyalty. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 120

Customer Service Training Customers Loyalty Training 120

ShepHyken

FEBRUARY 22, 2017

And, once the sale is made, he knows what it will take to keep those customers, which is to maintain that same level of service he demonstrated through the sales process, while maybe even increasing the altitude a bit. A high-priced service usually is accompanied by an excellent customer experience.

Sales 90

Sales Hotels Customer Service Training Loyalty 90

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

FEBRUARY 5, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post The Last Customer on Earth appeared first on Shep Hyken.

Customer Service Training 142

Customer Service Training Customers Course Customer Service 142

ShepHyken

JUNE 20, 2018

Respond quickly to every customer inquiry or comment – A quick response time can make a customer say, “Wow!” It shows you care, that you’re paying attention and that you want to do business. A quick response time creates confidence, which is one of the keys to creating customer loyalty. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Social Media Chatbots Customer Relationship Management 98

ShepHyken

DECEMBER 24, 2018

Pay special attention to number one, which nicely summarizes how data can help you anticipate your customers’ next questions and problems. Morality and Customer Loyalty by Patrick Barney. Loyalty 360) When I worked as a pizza delivery driver, I sometimes got mad at customers. Follow on Twitter: @Hyken.

e-support 89

e-support Customer Service Loyalty Data 89

ShepHyken

DECEMBER 20, 2018

In other words, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. Three C’s of Customer Service Success. Share These 3 Videos at Your Next Meetings: Top 10 Phrases to Avoid in Customer Service. For information, contact 314-692-2200 or www.hyken.com.

Video 122

Video Customer Service Customer Experience Customer Service Training 122

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

AUGUST 16, 2017

When your customers realize that your employees have the answers to their frequently asked questions, this will instill trust, which will lead to loyalty to your business. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Training 83

Training Customer Service Training How To Loyalty 83

ShepHyken

DECEMBER 9, 2019

Hear direct from their VP of customer support services, Jason Ashworth, as he shares how they use Salesforce’s Service Cloud to support the Southwest “three-pronged mission” of delivering efficiency, lovability and profitability to the business. Customer-first: Lessons From Small Town Shop by Natalya Bucuy.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. These are great ideas that almost any customer service/experience innovation program can benefit from. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Follow on Twitter: @Hyken.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

FEBRUARY 6, 2017

The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customer care. This is important information that everyone should pay attention to: Answer negative reviews, embrace criticism and care about all of your customers. But how exactly do you measure something so seemingly abstract?

Customer Service 48

Customer Service Social Media Loyalty Tips 48

ShepHyken

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . My Comment: There have been many lists shared about how to be more effective with social customer care.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. A Customer Discovered Their $350 Lego Set was Missing Pieces. Here are my top five picks from last week.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

ShepHyken

OCTOBER 14, 2019

Its nothing you wouldn’t expect from a company recognized for being truly customer-focused. 4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. Follow on Twitter: @Hyken.

Customer Service 19

Customer Service Customer Centricity Customer Service Training Customers 19

ShepHyken

AUGUST 29, 2017

Nick Francis Shares How to Create a Customer-Centric Company. How would you like to increase customer loyalty? Shep Hyken interviews Nick Francis, CEO of Help Scout and thought leader in the customer service support world. Top Takeaways: Tactical Steps to Improve Your Customer Service.

Customer Centricity 37

Customer Centricity Conference Advertising Loyalty 37

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Repeat business is not built on a foundation of customer loyalty. Repeat business by accident is a failed strategy and missed opportunity.

Customer Service 83

Customer Service Social Media Retail Transportation 83

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. Thanks for sharing!

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

APRIL 9, 2018

How to Build the Ultimate Loyalty Program Explainer Page (With Examples) by Patrick Trochaniak. Smile.io) Your explainer page is what convinces your customers to join your loyalty program. My Comment: Loyalty programs are designed to drive repeat business and in some cases true loyalty.

Net Promoter Score 89

Net Promoter Score Loyalty Programs Customer Service Chatbots 89

ShepHyken

JUNE 12, 2017

The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Customer Loyalty: 20 Compelling Reasons To Double Down On It [Infographic] by Ellen Gross. My Comment: Our friends at Fieldboom have assembled a short article and infographic filled with stats about customer loyalty.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

JANUARY 15, 2018

This line sums it up nicely: No matter how great your brand may be, the reputation and customer loyalty is determined by the final exchange between employee and customer. Websitebuilder) You are undoubtedly aware of the importance of customer service on your online business’ road to success. .” Great info!

Customer Service 0

Customer Service Survey Infographics Tips 0

ShepHyken

OCTOBER 3, 2016

(Provide Support) The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124